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LinkedIn Learning

Learning Microsoft Dynamics for Customer Service

via LinkedIn Learning

Overview

Learn the fundamentals of how to deploy, manage, and use Microsoft Dynamics 365 Customer Service.

Syllabus

Introduction
  • Discover Dynamics 365 Customer Service
  • Understanding Dynamics 365 customization
1. Dynamics 365 Customer Service: The Basics
  • What is Dynamics 365 Customer Service?
  • Navigating in Dynamics 365
  • Access and sorting records and views
  • Use quick create to create a new record
  • Build queries with Advanced Find
  • Work with search in Dynamics 365
  • End-user personalization options
  • Customer Service Hub vs. Customer Service workspace
2. Case Management
  • What is a case?
  • Various ways cases can be created
  • Streamline processes with business process flows
  • Using the timeline to track activities and notes to a case
3. Service Level Agreements and Entitlements
  • Service level agreement administration
  • Using service level agreement with cases
  • Entitlements in case management
4. Knowledge Articles
  • Managing knowledge articles
  • Using knowledge articles with cases
  • Using knowledge search
5. Queue Management
  • Managing queues
  • Routing rules and assignment
6. Reporting and Analytics in Dynamics 365
  • Charts and dashboards
  • Interactive dashboards
  • Customer Service historical analytics
  • Excel templates
Conclusion
  • Learn more about Dynamics 365 Customer Service

Taught by

Dian Taylor

Reviews

4.7 rating at LinkedIn Learning based on 259 ratings

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